Conceptual Model of Using Artificial Intelligence Technologies for Intelligent Processing of Citizen Requests in Government Information Systems

The article proposes a conceptual model for the application of artificial intelligence technologies to the intelligent processing of citizens’ appeals in governmental information systems. The relevance of the study is determined by the growing volume of electronic appeals and the limitations of traditional rule-based processing approaches. The paper substantiates the necessity of integrating artificial intelligence and natural language processing methods into existing e-government infrastructures. Key tasks of intelligent appeal processing are systematized, including classification, routing, information extraction, sentiment analysis, and response generation. A target TO-BE architecture is developed, ensuring modularity, scalability, explainability, and compliance with regulatory requirements. The proposed model can be used in the design and modernization of governmental information systems and serves as a basis for further applied research and pilot implementations.

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